The Digital Revolution is creating huge opportunities for innovation and productivity in the workplace. However, this brings significant challenges to enterprise support functions. The scope of technical support is widening as technology moves from the back-office to the front-line. As a result, support organizations are expected to provide support for an ever-wider range of technology, and in an increasingly agile fashion.
knowledge centered support
Knowledge Management is fast emerging as a way to mitigate this challenge. Effective use of knowledge significantly improves self-service experiences for end customers, and generates faster and more successful outcomes for those issues which still reach the service center.
However, effective implementation of Knowledge Management is still proving to be a significant challenge in the industry. Organizations often struggle with either of two significant challenges: building a knowledge base, and using it successfully once it’s there.
It is often difficult for support teams to find the time to capture good knowledge, especially if it is not formally entrenched as a priority for them. Some enterprises have addressed this with a dedicated knowledge team, but a team like this is unlikely to have sufficient subject matter expertise in all areas. As a result, they still rely on input from those over-worked specialists.